We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 2421 results
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Decision Reference DRN6004760
28 Nov 2018 NewDay Ltd Not upheldBanking and creditMr E complains NewDay Ltd hasn’t removed the defaults from his credit file. It’s affecting his credit rating. backgroundMr E had a credit card with NewDay a few years ago. He entered into a debt relief order for six years. The defaults on his credit file should’ve ... (2 pages)View decision -
Decision Reference DRN-4130630
17 Jul 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4130630 The complaint Mr A complains that NewDay Ltd declined his chargeback claim and recorded adverse information on his credit file when the re-debiting of the disputed amount caused his account to go over his credit limit. What happened In November 2022 Mr A bought some headphones ... (2 pages)View decision -
Decision Reference DRN-5067441
25 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5067441 The complaint Mr P complains that NewDay Ltd trading as Aqua (NewDay) has unfairly charged late payment and over the limit fees onto his credit card. What happened Mr P had a credit card with NewDay. He said he struggled financially and by NewDay applying what he considered ... (3 pages)View decision -
Decision Reference DRN8921499
24 Jun 2020 NewDay Ltd Not upheldBanking and creditComplaintMrs C has complained that NewDay Ltd won’t refund a payment she made after being scammed.BackgroundMrs C responded to a text message, which appeared to come from Google. It said that as she’d been a longstanding customer, she was eligible to enter into a prize draw for a phone. Al... (2 pages)View decision -
Decision Reference DRN-2312889
15 Dec 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2312889 The complaint Miss B has complained NewDay Ltd, trading as Debenhams Storecard, is expecting her to pay for transactions she didn’t make. What happened In March 2019 Miss B took out a Debenhams credit card when she was in a store. Soon after she got sent her permanent card. At ... (3 pages)View decision -
Decision Reference DRN-5164403
26 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5164403 The complaint Mr W has complained about a credit card NewDay Ltd trading as Fluid Credit Card (“NewDay”) provided to him. Mr W says that he shouldn’t have been given the credit card as it was unaffordable for him. What happened In April 2021 NewDay provided Mr W with a cre... (3 pages)View decision -
Decision Reference DRN-3825857
29 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3825857 The complaint Mrs R complains that NewDay Ltd (‘NewDay’) irresponsibly gave her a credit card account and credit limit increases that she couldn’t afford. What happened In January 2020, Mrs R applied for a credit card account with NewDay. She was given an initial credit limit o... (2 pages)View decision -
Decision Reference DRN1053840
7 Jan 2020 NewDay Ltd UpheldPayment protection insurance (PPI)It’s been agreed in this case that NewDay Ltd should accept responsibility for the complaint. To keep things simple, I’ll refer to NewDay Ltd as the seller in my decision.Mr S says NewDay Ltd mis-sold him a payment protection insurance (‘PPI’) policy on a store card.backgroundThis complain... (3 pages)View decision -
Decision Reference DRN-3471196
25 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3471196 The complaint Mr B complains that NewDay Ltd (“NewDay”), trading as Aqua, irresponsibly granted him credit that he couldn’t afford to repay. What happened NewDay approved a credit card application for Mr B in September 2019. They initially provided a credit limit of £900 but in... (2 pages)View decision -
Decision Reference DRN-5342835
22 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5342835 The complaint Mr B complains that NewDay Ltd irresponsibly lent him a credit card account and increased the credit limit. What happened Mr B opened an Aqua branded credit card account with NewDay in August 2008, with a credit limit of £750. NewDay then increased the credit l... (3 pages)View decision
